The biggest shift we see now in the industry is the closing of the gap between IT and the business. IT must learn more about the business and understand how IT can best support strategic initiatives. However, to successfully close the gap, IT needs to develop more in-depth business acumen and a stronger knowledge of […]

After completing a consulting engagement with one of Bay Area clients, I was asked to speak at the company’s annual IT Tech Conference. The topic was both a review of the results – but also why those results were important to the corporate objective of simplifying IT. The topic: Simplify IT with IT Service Management.

Had a unique opportunity to do a screencast on Continual Professional Development. It was a pleasure to be a guest working with such great talent. Eddie Vidal and Doug Tedder, FSM are two of the best and I’m really enjoyed working with them. Take a listen:

Invited out to Turlock, CA to teach two workshops: Incident Management Primer and Change Management Primer. What I enjoyed most about these courses is that they had real practical approaches presented to the client. After the conclusion of the workshops, we then completed a strategy/design workshop to evaluate the current processes and identify improvements.

After many trips to Australia for the PACRIM conference, I had an opportunity not only to co-present on the topic of balanced scorecards – I also got to sit on a panel discussion on the topic of Change the Conversation: Moving Production to the Cloud. What an honor to attend the event and get to […]

What a fantastic local annual conference! It was my honor to speak on the topic of CEM Meets ITSM: Managing the Customer Experience. This local chapter does a very good annual conference – good attendance, great location, and a great schedule of events for the day. It was my honor to speak along with two […]

I was honored to be invited to speak for a second time as a keynote speaker at the HDI Brazil annual conference and expo. The topics: Organizational Change; Shared Services Case Study; and an international panel on IT as a relevant driver of strategic plan of a company. Our trip began with a week of […]

Getting into Bloomington, IL is a bit of a challenge but the event that I attended was a very large event. I spoke on the topic: Understanding and Mastering Organizational Change: What is In It for You? Attendees were attentively listening. Seems like I was only there briefly, didn’t really get much opportunity for photos.

Invited to speak at a law firm’s annual IT conference. Topic was Customer Experience Management – Engineering and Defining the Support Experience. I covered improving the customer experience and how to analyze all of the service and support processes of your organization to better understand how to leverage each touchpoint to drive consistent and exceptional […]

This year I was invited to the Yhteys Annual Conference & Expo in Helsinki, Finland. The topic of my Keynote session was Preparing for the Impact of New Technology and Knowledge Management – Evolution or Revolution? I was also given a guided tour of a local design factory and I spent an entire day just […]